vB Easy Archive - So what are the rules of changing a feature and comission?

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So what are the rules of changing a feature and comission?
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Posted by: oneaznriceboi

Alright here's the deal, customer comes in and cuz her phone is not working, do XBM and look over her features. Customer is on the old 3000 texts, I tell her hey, you can get unlimited now for the same price would you like me to switch you over? Of course she says yes. Sure enough I get a call from the person who originally put her on the 3000 texts yelling at me for charging her back cuz I upgraded her plan within the 6 months. Now who is right? And what are the rules of upping a feature? She tells me that I changed these features without their consent because they went in the same day and blah blah that I am making her loose money. From what I have been told, as long as you change the features to something else as in different, sucks for the original person, and I get the comission. I mean it isn't my fault she didn't do a call back and up them to the unlimited. If the customer went to another store, she'd get charged back anyways. So who was right?

Posted by: mobile weasel

you were. you did what you were supposed to do. if she would have followed up and offered the new package she would have still gotten the chargeback,but would have gotten the credit for the feature.

Posted by: lowkey16

yeah, you did nothing wrong...some stores have internal agreements that you give the new feature to the person that put the original on. i'm not sure about everywhere else, but we can only put a feature in someones name from our store...but we do take care of each other, meaning if it's just an updated version of the feature we give it back to the person; but if we're upselling a feature we take it

Posted by: cingman66

Ditto all of that. Too bad for the original sales person that they did not follow up. Personally, I check the bill for EVERY person that walks in my store for outdated features that I can switch. I am helping the customer save money, and if the original rep hasn't bothered to do his/her job and follow up, then too bad.

Posted by: VMV702

I will NEVER flip a feature within the 6 month time frame regardless of COR or agent. But if a customer says "yes change it" then you're doing your job....It IS their account for god sakes....

Don't feel guilty at all

Posted by: Rcadden

Quote:

Originally Posted by cingman66

Ditto all of that. Too bad for the original sales person that they did not follow up. Personally, I check the bill for EVERY person that walks in my store for outdated features that I can switch. I am helping the customer save money, and if the original rep hasn't bothered to do his/her job and follow up, then too bad.

Hopefully only switching once you've sold the customer on it....

I'd say you're in the clear. Anytime a customer request it, I'd say that's the original salesperson's fault for not fully selling the customer.